▼ Scroll to Site ▼

Netflix Rules in Customer Satisfaction Survey, Followed By Vue

Article Featured Image

The American Customer Satisfaction Index (ACSI) released its annual telecommunications report today, looking at consumer preferences for five areas: pay TV services, ISPs, fixed-line telephone services, video on-demand services, and video streaming services. In the ACSI's terminology, VOD services include FIOS, Dish, DirecTV, and Xfinity, while streaming services include Netflix, Hulu, and YouTube. The winner for consumer satisfaction is the streaming services category, which achieved a 76 on the ACSI's 100-point scale. That puts it well ahead of pay TV services which averaged a 62.

News 1Netflix achieved the highest scores of all the video streaming services, getting a 79 (up one point from last year). It's followed by Sony PlayStation Vue (78), the Microsoft Store (77), and Amazon Prime Video (76). Twitch showed the biggest fall, going from a 78 in 2018 to a 75 this year. Sony Crackle had the lowed rating of the surveyed services (68).

“Video streaming once again proves itself to be the best of the telecom industries in customer satisfaction,” says David VanAmburg, managing director at the ACSI. “Traditional telecom providers have tried to step up their game, but they’re not providing original content the way video streaming is, and in part they suffer guilt by association—if customers aren’t satisfied overall with Comcast, they’re probably going to ding Comcast’s on-demand service, too.” 

For more data, download the full report for free (registration required).

Streaming Covers
Free
for qualified subscribers
Subscribe Now Current Issue Past Issues
Related Articles

Trouble Ahead: Netflix's Bad Quarter Could Turn Into a Bad Year

The constant drip, drip, drip of bad news for the SVOD leader has taken its toll, and viewers are leaving en masse. Suddenly the giant doesn't look so powerful.

Trouble Ahead: Netflix's Bad Quarter Could Turn Into a Bad Year

The constant drip, drip, drip of bad news for the SVOD leader has taken its toll, and viewers are leaving en masse. Suddenly the giant doesn't look so powerful.

Trouble for Netflix: When the Insurgent Becomes the Incumbent

Little by little, Netflix's lead could get chipped away. A research report shows that the company's expense and engagement numbers don't add up.

OTT Falls Into the Same Trap as Cable

Viewers turned away from cable because it offered them too many choices. OTT recreates the same problem, but on steroids. So what is the industry going to do about it?

Viewers Prefer Licensed Content to Originals; Bad for Netflix?

According to a new report from PwC, viewers spend most of their time watching licensed content, and that holds true for all age groups.

How Bad Will Disney+ Be for Netflix? 23% Say They'll Leave

A new survey suggests that Netflix could be in real trouble when Disney+ launches and Disney stops licensing its premium content.

Netflix Claims 10% of Total Television Screen Time in the U.S.

Is the leading SVOD worried about the upcoming debut of Disney+? No, it says, noting that Fortnite is a bigger competitor than HBO.